Shipping, returns and refunds

Last updated 2 November 2026.

This page explains how we deliver your order, what to do if something is wrong, and when you can return something. Products and BlueLoop plans are sold by PDC Health Hub. Medicines are dispensed and supplied by Pharmacy 777 Bedford.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Our services carry their own guarantees under the same law. Nothing in this policy limits those rights.

Delivery

Where we deliver

1. We deliver to Australian addresses only. We don't ship overseas, because NDSS products and prescription medicines can't be exported under these schemes.
2. Prescription medicines are not sent to parcel lockers or post office boxes, because a person needs to receive them.

What it costs

When it leaves and when it arrives

1. Orders placed by 10am AWST on a business day leave the same day or the next business day.
2. Orders with prescription medicines leave once our pharmacist has checked and dispensed them.
3. BlueLoop boxes have their own cut-off. Changes must be made by the cut-off shown in your BlueLoop portal, and your box leaves on your scheduled dispatch day.
4. Most deliveries arrive within 1 to 2 business days of dispatch. Regional, remote and interstate addresses can take longer. These are usual times, not guarantees.
5. If your order runs well past these times, contact us and we'll trace it.

Medicines that need a fridge

1. Delivery for an order or box with a fridge medicine is $25 instead of $15, to cover the chilled packaging and a faster courier. You can still collect it free from Pharmacy 777 Bedford.
2. Refrigerated medicines such as insulin are packed by the pharmacy in an insulated box with chilled gel packs that keeps them at 2 to 8°C for 24 hours.
3. Refrigerated parcels leave Monday to Wednesday only, so they are never sitting in a depot over a weekend.
4. We only send refrigerated medicines to addresses our courier delivers to within 24 hours of dispatch. If that doesn't include your address, you can collect from Pharmacy 777 Bedford, or the pharmacy will arrange another way.
5. Put your medicine in the fridge as soon as it arrives. If the parcel arrives more than 24 hours after dispatch, feels warm, or the gel packs have fully melted, don't use the medicine. Contact us and we'll replace it at no cost.

Receiving your parcel

1. Prescription medicines need a signature and may need photo ID. They are never left unattended.
2. Continuous glucose monitoring products are supplied only to the NDSS registrant they were ordered for, or their representative.
3. Other parcels can be left in a safe place if you give authority to leave at checkout. Once a parcel is left where you asked, it counts as delivered.
4. If a delivery fails, the courier holds the parcel for collection. If it comes back to us, we'll contact you and send it again. A second $15 delivery fee applies only when the address was wrong or the parcel wasn't collected.

Lost, late or damaged parcels

1. We deal with the courier, so you don't have to.
2. Tell us if a parcel hasn't arrived within 5 business days of the usual time, or arrives damaged. A photo of any damage helps us, but you don't need one to get help.
3. We'll replace the item or refund it, including the delivery fee, whichever you prefer. Medicines are replaced first so your treatment isn't interrupted.
4. If you need a medicine urgently while a parcel is missing, call Pharmacy 777 Bedford.

Returns and refunds

Faulty, damaged or wrong items

1. This applies to everything we sell, including medicines, NDSS products, sale items and opened items.
2. Contact us as soon as you notice the problem. There is no deadline, but early contact helps, especially with sensors and medicines.
3. Please keep the item, even a used sensor, strip or pen. We may need its lot number, or the item itself, to look into the fault.
4. If the item is faulty, we pay the return postage or pay you back for it. For a major failure, you choose a replacement or a refund.
5. We won't send you to the manufacturer. If a manufacturer replacement would be quicker, such as for a sensor that failed early, we can help you lodge it, but that's your choice and we remain responsible.
6. Refunds go back to your original payment method within 5 business days of our assessment.

Dispensing errors and recalls

1. If a medicine looks wrong, has the wrong label, or isn't what you expected, don't take it. Call Pharmacy 777 Bedford straight away.
2. Our pharmacist will look into it, explain what happened, and supply the correct medicine at no cost.
3. If a product we supplied is recalled, we'll contact you and arrange a replacement or refund.

Changed your mind?

1. Accessories and general retail items: return them within 30 days of delivery, unused, with tags and packaging, so they can be sold again.
2. CPAP masks and parts: return them within 30 days only if unopened. Opened masks, cushions and tubing can't be sold again for hygiene reasons.
3. You pay the return postage. The original delivery fee isn't refunded. We don't charge a restocking fee.
4. You can choose an exchange instead of a refund.
5. Sale and clearance items are treated the same as full price items.

What we can't take back if you change your mind

These limits apply to change of mind only. They never apply to an item that is faulty, damaged or wrong.

Unwanted medicines

You can bring unwanted or expired medicines to Pharmacy 777 Bedford, or any community pharmacy, for free safe disposal through the Return Unwanted Medicines program. This is for disposal, not a refund.

Online courses

1. A course you bought can be refunded if you change your mind within 14 days of buying it and haven't opened a lesson.
2. Courses included in a BlueLoop plan stay open until the end of the time you've paid for, then close.
3. If a course doesn't work or isn't as described, we'll fix it or refund it at any time.

Event tickets

1. You can get a refund if you change your mind up to 14 days before the event. After that, you can pass your ticket to someone else at no cost.
2. If we cancel an event, you get a full refund automatically. If we postpone it, you choose the new date or a full refund.
3. Tickets included in a BlueLoop plan aren't refunded separately, because they carry no charge of their own.

BlueLoop plans

Monthly plans

1. Your plan renews every month until you cancel.
2. Cancel any time in your BlueLoop portal. It takes effect straight away and nothing more is charged.
3. Your membership benefits continue until the day before your next payment would have been due.
4. We don't refund the current month if you change your mind.

Yearly plans

1. Yearly is the price of 10 months, so two months are free. It is paid up front and renews each year until you cancel.
2. We email you 30 days before each renewal with the date, the amount and how to cancel.
3. 14 day cooling off: if you change your mind within 14 days of your first yearly payment, or of a yearly renewal, we refund it in full, as long as no box has been sent and no paid benefit, such as a course or event ticket, has been used.
4. After 14 days, you can still cancel online at any time and your plan runs to the end of the year you paid for. We don't refund the months left if you change your mind.
5. If we change your plan in a way that leaves you materially worse off, we refund the unused months.

Your box

1. You can change what's in your box in the portal up to the cut-off shown there.
2. Once your box is charged and dispensed it is an order like any other, and the returns and refunds rules above apply.
3. Cancelling your membership stops future boxes. Anything you've already paid for will still be sent.

Price and plan changes

1. We give you at least 30 days' notice of a price or plan change, so you can cancel before it applies.
2. If we end a plan, or can't provide its benefits, we refund the unused part.
3. If a payment fails, we try again and contact you before your box is held.

How to start a return

1. Email blueloop@pdchealthhub.com.au or call (08) 6110 0570 with your order number and what went wrong. BlueLoop members can also message us in the portal.
2. We'll reply within 2 business days with the next steps. For a faulty item, we'll send a prepaid return label if we need it back.
3. You can drop returns at Pharmacy 777 Bedford instead of posting them.

Contact us

PDC Health Hub
968B Albany Highway, East Victoria Park WA 6101
(08) 6110 0570
blueloop@pdchealthhub.com.au

Pharmacy 777 Bedford
215 Grand Promenade, Bedford WA 6052

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